Paper Details

“Change is expected to occur during the life of any project, but this change must be controlled and managedif the project is to be considered successful”.Organization may have certain ideas about the optimal mix of price, speed, and quality to optimize your own operations, butunless those offerings map closely to customer expectations and interests, that information means little. Evaluate market tounderstand customers' priorities: Once business is geared to the metrics that customer’s value, it will be easier to create anddeliver value propositions that serve their needs as well as yours.Today there is a critical need for effective and successful customer expectation management; organizations do not wait forcomplaints to come in the door. They try to anticipate the needs and problems of customers and to set realistic expectationsthrough customer education and communication strategies. Research shows that 40 percent of complaints come fromcustomers having inadequate information about a product or a service.Using customer feedback to understand customer expectations and needs, organizations educate their customers and/or thepublic on what they can expect from their products and services and what obligations and responsibilities their customershave.Meeting customer expectations without exception impacts the business by: Expanding the customer base, reducing customerattrition, increasing profit per customer by extending the customer life-cycle duration.

M. Usha, Dr. M. Nandhini, Dr. P.Palanivelu, “An Empirical Study on Requirement of Customer Expectancy Management”, International Journal of Advance Engineering and Research Development (IJAERD), Vol. 5, Issue 1, pp. 14-18, January 2018.